Murph Krajewski

SVP Marketing Sharpen

Wednesday, August 26

Wednesday, August 26th, 2020

1:00 PM How Sandia Area Federal Credit Union Doubled Call Back Adoption, Upped First Call Resolution & Improved Customer Satisfaction in a (Suddenly) Remote Contact Center

Quantifying agent performance in the contact center helped Sandia Area Federal Credit Union improve member and agent experience. 

When you give your agents the tools they need to track progress and build confidence in their ability to help customers, they’ll know where they’re excelling and how they can improve. 

The team at Sandia Area Federal Credit Union improved their team’s average first contact resolution to over 85%, with some team members resolving 90% of their interactions on the first contact. At the same time, they boosted CSAT scores to their highest ever marks. And, they did it all while sheltering in place during a pandemic. 

Join us as Sandia’s CXO, Matthew Benidt, spends 30 minutes walking you through how quantifying agent performance using dashboards, reports and analytics helped his team improve their employee and member experience - both in the office and remote.